Q. Why can’t I just talk to someone on the phone?
A. You can, a customer service officer is available to take your calls during office hours on 1300 783 267. However, Appeals must be done so in writing using the Payment Notice Appeals Form.
Q. I’ve misplaced my Payment Notice. What can I do?
A. You can either call our office or write to us and provide us with information that will assist to locate the notice details such as the vehicle registration, where and when you received the notice. We will be able to provide you with a duplicate Payment Notice. It is strongly advised that you do this as early as possible as late fees may apply from 28 days after the original Payment Notice was issued.
Q. I have a valid ticket, but still got issued a Payment Notice. Why?
A. The officer may not have seen your ticket. All you need to do is contest the notice and provide a copy of your valid ticket. Once we have sighted it and confirmed it is valid, we will be able to waive the Payment Notice.
You may have received a Payment Notice if you have not parked your vehicle correctly (for example if you parked in a Reserved parking space/Permit Zone or have parked across two parking bays).
Q. I received a Payment Notice while I was getting change. What can I do now?
A. Did you purchase a ticket? All ticket machines clearly display the accepted payment methods which includes Credit Card and some allow coin payment to obtain a ticket. Not having change/enough change to purchase a ticket is not considered a valid reason for parking without a ticket.
Yes – Then all we need you to do is contest the notice and provide a copy of your valid ticket.
No – You will need to contest the notice. The dispute will be considered on its merits.
Q. I didn’t see any signs stating that I need to buy a ticket, and now I have received a Payment Notice.
A. Signage at our patrolled car parks are very clear, prominent, sufficient and clearly worded. Just as you pay for goods at a shop, so too are you expected to pay services in a car park. However, if you still wish to object, you will need to contest to the notice which will be considered on its merits.
Q. I couldn’t purchase a ticket because the ticket machine was not working, and now I have received a Payment Notice.
A. All ticket machines have details of how to lodge a ticket machine fault, including the provision of a Faults line telephone number to call. Most locations provide multiple payment methods and payment machines/points. It is only if all machines at a location are not working that you may not be required to purchase and display a ticket, but only after reporting the fault.
To avoid a Payment Notice being issued you must report the fault at the time you enter the car park as some machines are self-repairing. There must be a record of you reporting the faulty machine.
Q. I received a Final Reminder letter today, but I do not recall receiving anything prior to this.
A. When a Payment Notice is issued, it is immediately placed under the windscreen wiper blade and affixed to the vehicle. In the unlikely event, it has been removed prior to your return to the vehicle and you wish to object, you must contest to the notice which will be considered on its merits.
Q. Under what Act or law can you issue Payment Notices?
A. The Payment Notice is a demand for payment of liquidated damages for breach of your contract with the car park operator/owner. Under common law, we are entitled to seek liquidated damages for your breach of the Contractual Terms and Conditions. It is not a fine issued by a government department or agency.
Q. How did you obtain my personal details if you are a private organisation?
A. By court order from the applicable court in your relevant state.
Q.Why has it taken so long for me to receive a reminder letter?
A. If payment is not received within 28 days, CPCS takes the required steps to obtain your details. This may involve applications to the court and the relevant registration authority. Unfortunately, those delays are beyond our control. As we are a private company we must obtain an order from the court. Once that has been granted, we write to the registered owner upon receipt of a name and address from the relevant registration authority.
Q. I wasn’t driving the vehicle when the Payment Notice was issued. What should I do?
A. You may either pay the Payment Notice and ask the driver to reimburse you or write to us (preferably in the form of a Statutory Declaration), stating that you were not the driver of the vehicle at the relevant time and identifying the name and address of the person who was driving.
It is a criminal offence to provide a false declaration. Where CPCS has evidence that indicates the content of a statutory declaration is untrue, it is company policy to refer the matter to the police for investigation and prosecution.
Q. What happens if I just ignore the Payment Notice?
A. Payment Notices that remain unpaid are pursued by Mercantile Collections Agencies. Where legal proceedings are required, litigation may be instituted by our solicitors.